Senior Technical Support Engineer

Posted Oct 15, 2020, 8 views
  • css
  • saas
  • helpscout


In a Senior Technical Support Engineer l role based remotely in our Customer Success team, you’ll be responsible for supporting our customers and delivering a world-class support experience. You’ll work closely with store owners to troubleshoot and resolve issues via email, chat, and occasional phone calls.
What You'll Do

Live by and champion our values: #day-one, #ownership, #empathy, #humility.
* Use your technical expertise and customer service skills to resolve questions and issues for our online merchants.
* Communicate clearly in writing to both technical and non-technical people.
* Document and build new tools to improve support flows.
* Identify patterns, recommend improvements, and filter out unimportant issues.
* Author documentation for our customer-facing Help Center.
* Assist with successful on-boarding of new customers.

What You'll Bring

2+ years of experience in technical customer support at a SaaS company, or similar
* Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred
* Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen
* A passion for problem solving: an excitement for a tricky problem or a new challenge
* A sense of urgency and a satisfaction from going above and beyond to provide solutions
* An exceptional eye for detail and excellent organizational and communication skills
* Ability to work remotely and desire to make an impact at a high growth company
* Excellent customer service and English fluency (written and spoken)
* A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor
* Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)
* Ability to work flexible shifts

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